With one Tweet or one ‘Post’, a complaint from one of your unsatisfied customers can make your solid, economically sound company feel as if it is standing in quicksand.
"Don't underestimate the power of a disgruntled customer," says Rebecca Morgan, an executive advisor and customer-service expert who wrote the book Calming Upset Customers. "They wreak havoc in your organization because [complaints] upset everybody and, with these tools of Twitter and Facebook and Yelp, they can get the word out quickly."
The truth is, the customer isn't always right. It's tempting to engage in heated arguments, especially when it comes to defending your business, employees, and even yourself – and even more especially if you feel you are right.
But if customer retention is the end goal, which it should be, listening intently and sticking with a calm, collected approach will help troubleshoot even the toughest complaint. So, what should you do once a complaint is brought to your attention? That depends largely on the nature of the customer's complaint – and the severity with which it is brought.
But here are two thoughts that seem to always help peacefully solve most issues:
Don't Take Their Unhappiness Personally
As frustrating as it is to be the customer with a complaint, it's no delight being the business representative who gets yelled at for a problem likely caused by something or someone else. But, Morgan cautions, don't take it personally. "People say stuff, and they call us names, and they say we're incompetent. Listen to them fully without interrupting, if possible, and then help them."
Further, don't respond to accusations or offensive complaining in a way that perpetuates the argument. Comments like "You did it wrong! That's why you're having a problem!" will only escalate the issue rather than deflate anger. Don't get defensive.
Instead, try a tactic Morgan advises: Point some of the blame on an inanimate object, such as an entry form or confusing instruction manual – problem-causing devices that, most importantly, can't yell at you. This way, Morgan says, you acknowledge there's a problem and, without finger pointing or putting anyone on the defensive, can work with the customer to agree on a mutually satisfactory solution.
Shut Up and Listen
As simple as it sounds, the most important step to take when dealing with a complaining customer is to shut up and listen to them. Customers often feel the need to vent their frustrations with a product or service before even considering a proactive solution. Try to acknowledge the customer's emotional and volatile state. Remember that a good empathy statement does not imply ownership of the problem. As they talk, listen – and try to come up with ways that might help resolve the issue.
Another key communication tip involves asking open-ended questions that involve the customer. This technique will not only divert focus from emotional frustration but also generate a generous amount of information about the problem and potentially help you arrive at the appropriate solution. "Rather than getting defensive … I need to simply listen to the customer, accept the feedback, thank the person, and then decide what to do," Morgan adds.
The goal is to make the best of customer complaints by helping them feel validated, and their business appreciated. This will alleviate some of their emotional frustration and when all is resolved, turn them 180 degrees from a tweet that says “Don’t” to a like, and maybe even a complementary and socially promotional comment.
Walang komento:
Mag-post ng isang Komento